• Supervisor, Welcome Center

    Location US-MA-Brookline
    Job Posted Date 3 weeks ago(1/29/2019 11:43 AM)
    Job ID
    full time
  • Overview

    The Patient Representative Supervisor is responsible for overseeing all aspects of patient care and coordination for both new and established patients as provided by Patient Representatives. Supervisors are responsible for ensuring delivery of superior customer service to all patients, family members, physicians and staff at all times in accordance with the DFCI Customer Service Standards. The individual in this position will play a critical role in facilitating both the initial and recurring contact experience for patients and their families across multiple disease centers for multiple care teams.


    • Oversees all aspects of patient care and coordination for both new patients and established patients as delivered by Patient Representatives
    • Possesses a level of independence requiring knowledge of multiple disease specific programs
    • Oversees staff who are responsible for answering phones calls, triaging issues, and answering general questions, with the goal of resolving requests in real time
    • Able to comprehend and implement new concepts or modifications to processes quickly
    • Communicates and partners with Clinical Scheduling and Records Management teams to facilitate daily operations and share cross-function information
    • Develops and maintains functional resources, schedules and coverage plans required for staff to operate effectively
    • Coordinates and facilitates recruiting, interviews, onboarding, and training of new hires and delivers refresher courses as needed
    • Ensures adherence to standard operating procedures and compliance requirements
    • Resolves issues appropriately and escalates to leadership when necessary
    • Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills
    • Provides regular updates and feedback to management and leadership on overall program development progress, successes, and areas for improvement or adjustment
    • Develops and implements standard policies and workflows related to patient care and coordination, with specific focused on phone call answering and triaging
    • Leads small scale process improvement efforts to support streamlined and efficient operations and continually strive towards providing a positive patient contact experience
    • Conducts performance reviews and performance monitoring as required for Patient Representatives
    • Ensures continuous collaboration and communication with key stakeholders, and appropriately escalates issues; Acts as a liaison between staff and operations directors/leadership.


    • Bachelor's degree and 2+ years of experience working in a medical or customer service setting
    • Scheduling experience preferred
    • Demonstrated supervisory skills or leadership experience required
    • Ability to multi-task and function as an integral member of a team
    • Excellent communication, organizational, time management, and customer service skills
    • Strong attention to detail
    • Ability to identify resources within the Institute and exhibit a proactive approach to problem solving
    • Ability to handle sensitive and confidential operational or personnel information with discretion


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